Content Specialist

The Content Specialist role involves developing, managing, and optimizing content for various purposes including training, knowledge bases, customer interactions, and internal communications. As a Content Specialist, you will be accountable for creating engaging training materials such as manuals, e-learning modules, videos, scripts, FAQs, and knowledge base articles. It is essential to organize and maintain a repository of training resources, ensuring they are up-to-date and easily accessible. Collaboration with trainers and Quality and Operations Teams is crucial to identify training needs and develop content that addresses skill gaps effectively. Quality Assurance is a key responsibility where you will review and edit training materials for accuracy, clarity, and consistency with the company's brand and standards. Data analysis plays a vital role in evaluating the effectiveness of training content by analyzing feedback, employee performance metrics, and other relevant data. Utilizing learning management systems (LMS) and other tools to deliver and track training programs is also part of the role. Continuous improvement is encouraged, requiring you to stay updated on industry trends and best practices to enhance the quality and relevance of training content continuously. The ideal candidate for this position should have a Bachelor's degree in communications, English, Journalism, Business, or a related field along with 2+ years of experience in content creation, technical writing, knowledge management, or instructional design, preferably in a BPO or customer service environment. Strong writing and editing skills, analytical thinking, and high attention to detail are essential. Proficiency in Microsoft Office and content management tools such as KnowMax, Zendesk, Confluence, and SharePoint is required. Knowledge of contact center Operations processes is a plus. Joining this role offers opportunities for career growth, a collaborative culture working with a diverse and talented team, and an innovative environment that values innovation and excellence.,